Four, five-point items compose the scale and measure the degree to which a customer has reacted to a service failure by considering retribution and possibly taken action against the business or its employees.
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The Marketing Scales Handbook is indispensible in identifying how constructs have been measured and the support for a measure's validity and reliability. I have used it since the beginning as a resource in my doctoral seminar and as an aid to my own research. An electronic version will make it even more accessible to researchers in Marketing and affiliated fields.